Senior IT Help Desk

TRP Infrastructures • Fort Worth, TX

1d

About The Position

The Senior IT Help Desk Professional serves as a lead technical resource within the IT organization, responsible for providing advanced end-user support, mentoring junior team members, and ensuring reliable, secure access to enterprise technology systems across TRP Infrastructure and its subsidiaries. This role bridges day-to-day support operations with IT leadership by owning complex issue resolution, supporting endpoint and identity management standards, and acting as an escalation point for critical user-impacting incidents. The Senior Help Desk professional plays a key role in maintaining system stability, enforcing security policies, improving user experience, and supporting business operations through proactive troubleshooting, documentation, and cross-functional collaboration.

Requirements

• Strong experience supporting Microsoft 365 and enterprise identity environments.
• Proficiency with Windows and macOS administration and troubleshooting.
• Working knowledge of endpoint management tools (e.g., Intune or similar MDM platforms).
• Experience supporting enterprise security controls, including MFA and endpoint protection.
• Strong troubleshooting, documentation, and customer-service skills.
• Ability to prioritize workload, manage escalations, and communicate effectively with both technical and non-technical users.
• 5+ years of progressive IT support experience, with demonstrated senior or lead-level responsibilities.

Responsibilities

• Serve as an escalation point for Tier 1 and Tier 2 help desk issues involving: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows and macOS endpoints Mobile devices and remote access technologies
• Troubleshoot and resolve complex hardware, software, and connectivity issues with minimal downtime.
• Support user identity and access management, including: Account provisioning and deprovisioning Group membership Role-based access requests MFA enforcement and authentication troubleshooting
• Assist with device lifecycle management: New hire onboarding and offboarding Endpoint configuration Patch coordination Compliance and security posture support
• Provide guidance and mentorship to junior help desk analysts to improve consistency, documentation quality, and resolution efficiency.
• Maintain and improve IT documentation, standard operating procedures, and user-facing knowledge base articles.
• Participate in security initiatives by supporting endpoint protection, phishing response, and access audits in coordination with IT leadership.
• Collaborate with vendors, MSPs, and internal teams to resolve escalated issues and support ongoing IT initiatives.
• Assist with office moves, hardware refreshes, and technology deployments as needed.
• Provide on-call or after-hours support for critical incidents when required.

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed